Customer Success Manager

Role: Customer Success Manager

Reports to: Customer Success Lead

Location: Home-based covering the South of England (with national and on occasion European travel as required)

Core Hours: 8:30am – 5:00pm (flexible based on customer meetings and travel)

About this Role

As Resource Data Management (RDM) evolves to deliver deeper, more strategic value to our customers, we are transforming our traditional Account Management function into Customer Success Management. This shift reflects our belief that long-term partnerships are built on understanding, collaboration, and measurable success.

As a Customer Success Manager (CSM), you will manage a portfolio of customers across both Retail Refrigeration and HVAC, ensuring they gain maximum value from the full RDM ecosystem, including hardware, software, and connected platforms.

You'll nurture strong, long-term relationships with customers, understand their goals and business culture, and ensure RDM is positioned to help them succeed. Working closely with Sales colleagues, Marketing, Technical Support, Operations, and Engineering teams, you'll create alignment between customer needs and RDM's strategic direction.

Key Responsibilities

Customer Relationship & Success

• Act as the primary point of contact for a defined portfolio of customers across Retail Refrigeration and HVAC.

• Build and nurture long-term partnerships, focusing on mutual growth and sustained trust.

• For Tier 1 and Tier 2 customers, develop a deep understanding of their business vision, values, and strategic priorities to ensure RDM aligns with their goals.

• Manage interactions based on customer tier and spend:

o Tier 1 customers: Monthly business reviews and ongoing performance management.

o Tier 2 customers: Quarterly business reviews and joint growth planning.

o Tier 3 customers: Reviews every 6–12 months, focusing on stability, support, and opportunity identification.

• Conduct regular customer success reviews to assess satisfaction, highlight achievements, and identify improvement areas.

• Anticipate customer needs, proactively addressing issues and ensuring rapid resolution through internal collaboration.

• Act as the voice of the customer within RDM — ensuring insights and feedback inform continuous improvement, innovation, and product development.

Growth & Retention

• Achieve 5%–10% annual sales growth across your customer portfolio through upselling, cross-selling, and improved adoption of RDM solutions.

• Use the defined RDM Sales Kit to structure opportunity profiling, account management, and relationship planning.

• Identify opportunities for product and platform expansion, using insight from business reviews and technical engagement.

• Support customers with onboarding, training, and ongoing adoption of new technologies and features.

• Occasionally take on new customers through direct enquiry or formal handover from the Customer Solutions Director once the account is established and ready for transition to the Customer Success function.

Collaboration & Knowledge Sharing

• Partner with Engineering, Technical Support, and Product Management teams to ensure customer feedback and requirements are integrated into product development.

• Work closely with Operations, Quality, and Compliance to ensure reliability, certification, and delivery performance.

• Collaborate with Marketing to share customer success stories and highlight innovative use cases.

• Contribute to a culture of collaboration within the Customer Success team by sharing insights, tools, and learnings to raise capability across the group.

Sales & Account Management

• Maintain a strong and accurate sales pipeline and CRM record for all customers and opportunities.

• Use the RDM Sales Kit consistently to support customer engagement, ensuring alignment in messaging, documentation, and value presentation.

• Prepare and present compelling business proposals and presentations tailored to customer priorities.

• Participate in industry events, exhibitions, and networking opportunities to strengthen RDM's visibility and engagement.

Reporting & Insights

• Forecast and report on account performance, opportunity status, and customer satisfaction levels.

• Conduct structured business reviews according to customer tiering and company guidelines.

• Monitor and share insights on market trends, competitor activities, and emerging technologies within HVAC and Retail Refrigeration sectors.

• Maintain complete and accurate records of all customer interactions, opportunities, and actions in CRM systems.

Professional Development

• Continuously expand your knowledge of RDM's full product suite, connected platforms, and technical capabilities.

• Undertake cross-department training to strengthen technical, commercial, and product understanding.

• Actively engage in personal development initiatives and knowledge-sharing sessions within the Customer Success team.

Skills & Experience

Essential

• Proven experience in Customer Success, Account Management, or Technical Sales in a B2B environment.

• Strong knowledge of either Retail Refrigeration or HVAC, with willingness to develop across both.

• Excellent relationship-building, communication, and presentation skills.

• Commercial acumen with a consultative, customer-first mindset.

• Organised, self-driven, and capable of managing multiple priorities independently.

• Proficiency in CRM systems and Microsoft Office applications.

Desirable

• Experience with control systems, IoT, or energy management technologies.

• Familiarity with RDM's solutions, including Data Manager and ActiveFM.

• Experience leading business reviews, workshops, or training sessions.

Success Metrics

• Achieve 5%–10% annual portfolio growth.

• Maintain customer satisfaction and retention targets as defined by the Customer Success Lead.

• Conduct all required business reviews according to the Tier 1–3 cadence.

• Demonstrate consistent and structured use of the RDM Sales Kit for opportunity management and customer profiling.

• Provide accurate account forecasts and maintain complete CRM data.

• Deliver measurable improvements in customer engagement, loyalty, and adoption of RDM solutions.

Why Join Resource Data Management?

At RDM, we're driving the future of intelligent control and monitoring systems for HVAC and Retail Refrigeration. As a Customer Success Manager, you'll play a key role in ensuring our customers achieve success with our products and services, helping them become more efficient, sustainable, and connected.

You'll join a forward-thinking, collaborative team where your ability to nurture relationships, understand customer values, and deliver measurable results directly impacts our shared success.

Salary and Benefits

• Salary circa £50-60k plus 20% bonus potential (subject to experience and qualifications)

• Annual On-Target Commission (OTC) bonus, based on achieving minimum sales targets. This is calculated at the end of the financial year and paid in arrears on 15th February of the following year. Targets are set approximately two months prior to each year by the Group Sales and Marketing Officer and approved by the Board of Directors.

• Company Electric Car – In addition to environmental benefits, the vehicle qualifies for the zero CO2 emission band, resulting in significantly lower personal tax liabilities.

• IT equipment provided: Laptop, Mobile Phone, and VoIP Phone.

• Business Expenses – Company Credit card with limit as set by company. All expense claims must be submitted on a monthly basis and must be supported with VAT receipts in line with company expenses policy following strict guidelines.

• Holidays of 30 days including statutory holidays (pro rata)

• Optional private healthcare available after successful completion of probationary period.

• Company Pension scheme

• Death in Service insurance cover at 3 x salary.

• Company Employee Benefits scheme